After some tweaking I think we have our incident and problem management setup the way we want it. Initially we approached it in a complicated way, but now have made things more simple. We're just starting to determine how we want to use the change management section. We're trying to stay simple, but may want to go with some type of approval process.

I did attend a class, but it wasn't all that great so we've done most of our work based on our own research. I've talked with Alloy support and some friends in the industry and they all seem to feel that ITIL can be simplified a lot. We've tried to take that approach whenever possible.